Consona Remote Control

Today’s Workforce is on the Move
The productivity and effectiveness of remote and mobile employees depend on accessible technologies, and therefore, timely IT support to manage those technologies. With increased employee mobility and distributed workforces, and a tightening and unpredictable economy, how do support organizations ensure they expediently and cost-effectively support the customers they serve?

They allow Consona’s Remote Control to come to the rescue….literally.

Remote Assistance
When hands-on diagnostics and resolution are required, Consona Remote Control eliminates an expensive and time-consuming desk-side visit with a feature-rich remote control solution that supports both indirect and direct connections to remote computers. It offers simple connection flows so users who call in for help can be remotely
assisted in a matter of minutes—without requiring pre-installed software or computer reboots.

Consona’s Remote Control offers so much more than your run-of-the-mill remote control solution. For instance:

• Firewall Traversal: Consona Remote Control allows you to offer high-touch, personalized service to your customers, regardless of location, firewall, or NAT protections. Consona’s patented Nexus technology brokers indirect communications between agents and the customers they support—whether they are employees on the road or consumers in their homes.
• Reconnect on Reboot: If a user is disconnected during a Consona Remote Control session or reboots his system, the user machine automatically re-connects to the Consona Remote Control web page and enables remote control in the same mode as prior to the reboot.
• Remote Control Record and Playback: For organizations that need to keep a record of all support interactions for quality control or legal purposes, Consona Remote Control offers the ability to record and playback Consona Remote Control sessions, including the ability to distinguish between agent actions and end-user actions.
• Privacy: Solution allows for privacy, requiring a user's permission for a service representative to remotely manage their computing system. It also allows the user to disconnect the analyst at any time.

And that’s just skimming the surface. Remote connectivity tools, such as Consona Remote Control, are increasingly used for assisted support transactions to enable technicians to more rapidly assess and fix problems. Used in conjunction with Consona Remote Diagnostics and Repair and Consona Chat, these tools have become one of the most valuable tools in the service desk arsenal, enabling organizations to improve service delivery, maintain end user productivity, and cut costs significantly.

Take a deeper dive into the full list of product features outlined at the bottom of the page. You may be surprised to learn what you can do when equipped with a solution designed to fully meet your remote support needs. Click here to learn more.

Key Features

Full remote control capabilities

Remote Shutdown: Allows the agent to remotely shut down the remote computer. Remote Reboot: Enables the agent to reboot the remote machine during a Remote Control session. Remote Log Off: Allows the agent to log off the user that is currently logged in to the remote machine. Blank Screen: Allows the agent to turn off the remote computer’s screen. Also allows the agent to reactivate the remote screen. Disable Mouse and Keyboard: Disallows the user from performing mouse and keyboard operations so the agent has exclusive control of the remote computer. View Only: Enables the agent to perform some operations at the agent-side without affecting the user side.

Unattended remote control

Authorized agents can connect directly without requiring users to be present.

Configurable request forms

For organizations who wish to allow users to submit requests for remote assistance through an online request form, Consona Remote Control forms are dynamic and configurable through an online administrator interface. Problem types: Users can select a problem type to facilitate routing. Request types can be organized for easier handling and routing. SmartIssue: Patented technology that harvests diagnostics data intelligently, based on problem types, to facilitate routing and allow the agent to focus his or her attention on data relevant to the issue. Intelligent routing: guiding customers to the best possible support channel such as Consona Remote Control or Chat for fast resolution based on diagnostic information or problem type.

Integrated issue management

Consona Remote Control provides integrated access to details for the logged in user’s current issue, past issues, and the ability to close or escalate issues to another queue or agent.